Contact Us

Last Updated: July 24, 2026

Thank you for visiting Souljay. We are available to assist customers with questions about products, sizing, orders, payments, shipping, tracking, returns, refunds, privacy, and other matters relating to purchases made through our website.

Please contact us using the information provided below. Supplying complete and accurate information with your inquiry will help us identify the relevant order and review your request more efficiently.

Contact Information

Store Name: Souljay

Website: https://www.souljay.com/

Email: hello@souljay.com

Phone: +1 216-234-1661

Business and Return Address:
5222 123rd Ave NE
Lake Stevens, WA 98258
United States

Primary Service Area: United States

The address above is Souljay’s business address and the address used for approved merchandise returns. However, all returns require prior authorization and return instructions. Please do not send merchandise to this address before contacting us and receiving return approval.

Customer Support Hours

Monday – Saturday: 9:00 AM – 6:00 PM (Pacific Time, PT)
Sunday: Closed

Messages received outside our customer support hours will be reviewed during the next available support period. Response times may be longer during U.S. public holidays, promotional events, or periods of unusually high inquiry volume.

How We Can Help

You may contact Souljay for assistance with:

  • Product descriptions, materials, care information, and available sizing details
  • Questions before placing an order
  • Order confirmation, requested changes, or cancellation inquiries
  • Payment authorization or billing questions
  • Order processing, shipping, and tracking information
  • Packages with delayed or stalled tracking updates
  • Packages marked “Delivered” but not located
  • Incorrect, damaged, defective, or quality-related items
  • Return authorization and return instructions
  • Refund status and payment-provider posting questions
  • Privacy and personal information requests
  • General feedback, complaints, or other store-related concerns

Order-Related Inquiries

For assistance with an existing order, please include the following information:

  • Your full name
  • Your order number
  • The email address used during checkout
  • The name of the affected product
  • A clear description of your question or concern
  • Relevant photographs when reporting an incorrect, damaged, defective, or suspected quality-related item

Please do not include sensitive payment credentials in your message. Souljay will never ask you to send your complete credit or debit card number, card security code, online banking password, PayPal password, or digital wallet password by email or telephone.

Order Changes and Cancellations

If you need to request an order change or cancellation, contact us as soon as possible at hello@souljay.com.

We will review the order status and try to assist, but a change or cancellation cannot be guaranteed after an order has entered processing or has been transferred to the shipping carrier.

If an order is canceled after payment has been captured, Souljay will issue the refund to the original payment method within 1–3 business days. After the refund is issued, the customer’s bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds to the account.

Shipping and Tracking Assistance

Souljay normally processes orders within 1–3 business days. Standard Shipping within the United States is estimated to take an additional 6–9 business days after dispatch, resulting in an estimated total delivery time of 7–12 business days.

After an order has been shipped, the customer will receive a Shipping Confirmation email containing the available tracking information. Tracking information may not update immediately after dispatch.

If tracking has stopped updating for an unusual period, contact us with your order number and tracking information. Temporary gaps between carrier scans do not always mean that a package has been lost. We will review the available information and, when appropriate, coordinate an inquiry with the carrier.

If tracking shows “Delivered” but the package cannot be located, please first check the mailbox, porch, garage, building entrance, reception area, household members, and nearby neighbors. If the package remains missing, contact us promptly so that we can review the shipment status and assist with the appropriate next steps.

For complete information, please review our Shipping Policy.

Incorrect, Damaged, or Quality-Related Items

If an item arrives damaged, is different from the item ordered, appears defective, or is suspected to have a quality problem, contact us as soon as reasonably possible.

Please include your order number, a description of the issue, clear photographs of the affected item, and photographs of the shipping packaging and shipping label when relevant.

We will review the submitted information and provide the appropriate return or resolution instructions. If the item is confirmed to be incorrect, damaged on arrival, or affected by a quality problem, Souljay will cover the applicable return shipping cost.

Return Requests

Souljay provides a 30-day return period. Customers have 30 days from the date an item is delivered to request a return, subject to the eligibility requirements stated in our Return & Refund Policy.

To request a return, email hello@souljay.com and include:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Relevant photographs when applicable

If the request is approved, we will provide return authorization and instructions explaining how and where to send the merchandise.

Packages sent without prior return authorization may not be accepted or processed. Receiving a package at the business address does not automatically make the return eligible for a refund.

Return Shipping and Restocking Fees

For preference-based returns, including a change of mind, style preference, or incorrect size selection, the customer is responsible for the applicable return shipping cost.

Souljay will cover the applicable return shipping cost when the customer receives an incorrect item, an item that arrived damaged, or a product confirmed to have a quality problem.

Souljay does not charge a restocking fee for eligible returns.

For complete eligibility requirements and return instructions, please review our Return & Refund Policy.

Refund Status

After an approved return is received, inspected, and approved, Souljay will issue the refund to the original payment method within 1–3 business days.

After the refund is issued, the customer’s bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds to the account.

If the applicable time has passed and the refund is not visible, please first contact the bank, card issuer, or payment provider associated with the original transaction. You may also contact Souljay with your order number so that we can review the available refund information.

Payment and Billing Assistance

For payment or billing questions, include your order number, the transaction date, and a description of the issue. Do not send complete payment credentials.

If you believe a transaction was duplicated, review whether one entry is identified as a temporary pending authorization rather than a completed charge. Temporary authorization holds are controlled by the applicable bank, card issuer, or payment provider.

If you do not recognize a transaction, contact your bank, card issuer, PayPal, or other applicable payment provider promptly and notify Souljay so that we can review the related order information.

Privacy Requests

Depending on your location and applicable law, you may have the right to request access to, correction of, or deletion of certain personal information.

To submit a privacy request, email hello@souljay.com with the subject line “Privacy Request.” Please describe the nature of your request and identify the email address associated with your interactions with Souljay.

We may need to verify your identity before completing a privacy request. Please do not send government identification or other highly sensitive documents unless we specifically explain why verification is necessary and provide appropriate instructions.

For additional information, please review our Privacy Policy.

Complaints and General Feedback

If you have a complaint or concern about a product, order, delivery, return, refund, payment, or customer service experience, contact us at hello@souljay.com.

Please provide enough information for us to identify the matter and review the relevant records. We will consider the circumstances, the information provided, and the applicable Souljay policy when responding.

Customer Resources

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